Agentforce Service (formerly Service Cloud)
We turn Salesforce into a service org that resolves faster and deflects the rest with AI — smart routing, a real knowledge base, and Agentforce service agents handling routine cases end to end. From case management and omni-channel routing to SLAs, entitlements, field service, and self-service portals, we build support operations your customers actually rate highly. Every workflow is designed around first-contact resolution, so agents handle less busywork, SLAs hold, and CSAT climbs.
Why Service Leaders Trust FORCESHIFT to Run Their Support
We replace overflowing queues and copy-paste replies with smart routing, AI deflection, and a knowledge base that actually works.
Autonomous Case Deflection
We deploy Agentforce service agents that answer common questions, resolve routine cases, and escalate cleanly — so your team only touches what truly needs a human.
Smart Omni-Channel Routing
We route every case to the right agent across chat, email, phone, and messaging using skills, capacity, and priority, so nothing sits in the wrong queue.
SLAs You Actually Hit
We configure entitlements, milestones, and escalation rules with real-time alerts, so SLA breaches get caught before they happen, not in the monthly report.
